ICM - Quality
Job Summary
Job Description
The Customer Success team at Dream11 focuses on enhancing the playing experience for over 200 million sports fans. This role involves managing daily operations of a Quality Vendor, ensuring adherence to Quality KPIs, collaborating with various departments to improve Customer Experience, handling escalations, preparing reports, developing and implementing quality assurance strategies, and evaluating vendor performance.
Must have:
- 5+ years of experience in Quality
- 2+ years of Team management experience
- Strong data analysis skills
- Proficiency in CRM tools like Zendesk, Freshdesk, Jira
3 skills required
Job Details
Dream11/Customer Success - Mumbai
Customer Success @Dream11:
To be a ‘user-centric’ company is at the core of everything we do at Dream11. The Customer Success team comprises passionate Dreamsters that work tirelessly towards enhancing the playing experience for over 200 million sports fans on Dream11 with the proper training and quality of work. Customer service is not a department but an attitude. So if you are committed to delivering a world-class customer service experience, this is the team for you.
Your Role
- Manage day-to-day operations and ensure adherence to Quality KPIs of Quality Vendor
- Collaborate cross-functionally with Operations, Training, and other departments to implement and improve Customer Experience
- Handle escalations, ensuring swift and effective resolutions while maintaining high customer satisfaction.
- Prepare and present regular reports on key performance metrics, escalations, and operational performance.
- Developing and implementing quality assurance strategies and processes to ensure product and service excellence, and improve customer satisfaction and retention
- Conduct regular audits and reviews to ensure adherence to quality standards and regulatory requirements across internal and external vendors
- Evaluate vendor performance and strongly manage vendor relationships to ensure optimal quality standards & compliance
- Lead special projects or initiatives aimed at improving customer experience and operational efficiencies ensuring Vendor goals/expectations are met.
Qualifiers
- 5+ years of experience in Quality & 2+ years of Team management experience with a focus on customer success or service, preferably in a tech-driven environment.
- Strong data analysis skills, with proficiency in using CRM tools like Zendesk, Freshdesk, Jira, or similar.
- Flexibility to work across various shifts to meet business needs & Flexible to Travel to Vendor Location
About Dream Sports:
Dream Sports is India’s leading sports technology company with 250 million users, housing brands such as Dream11, the world’s largest fantasy sports platform, FanCode, a premier sports content & commerce platform and DreamSetGo, a sports experiences platform.
Dream Sports is based in Mumbai and has a workforce of close to 1,000 ‘Sportans’. Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports’ vision is to ‘Make Sports Better’ for fans through the confluence of sports and technology.
For more information: https://dreamsports.group/
Dream11 is the world’s largest fantasy sports platform with 220 million users playing fantasy cricket, football, kabaddi, basketball, hockey, volleyball, handball, rugby, futsal, American football & baseball, on it. Dream11 is the flagship brand of Dream Sports, India’s leading Sports Technology company and has partnerships with several national & international sports bodies and cricketers.
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About The Company
Dream Sports is India’s leading sports technology company with 20 crore users, housing brands such as Dream11, the world’s largest fantasy sports platform, FanCode, a premier sports content & commerce platform, DreamSetGo, a sports experiences platform and DreamPay, a payment solutions provider. Dream Sports is based in Mumbai and has a workforce of close to 1,000 ‘Sportans’.
Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports’ mission is to ‘Make Sports Better’ for fans through the confluence of sports and technology. Since 2018, Dream Sports has been consistently featured as the only sports tech company in the ‘Great Places to Work’ survey.
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